Customer Service Team Lead - Ecommerce - Remote

Our Customer Service team is on a mission to find a driven, people centric and forward-thinking Team Leader to support our e-Commerce Customer Service team. This role is responsible for leading a team of high performing Customer Service Representatives responsible for supporting all e-commerce activity and related internal and external customer queries.

• So, what goes in to making that happen?
• Leading and developing a team of 7 Customer Service Representatives, supporting with relevant escalations or complex cases
• Setting and communicating daily priorities for the team, while ensuring daily checklists are being actioned in accordance with customer service's SLAs and KPIs
• Producing and analysis of daily Salesforce reports to determine priorities and workflows
• Collaborate with key internal stakeholders across eCommerce, Warehouse and Systems Solutions to ensure all processes are clear
• Coordinate process improvement projects in consultation with key internal stakeholders
• In return, we offer
• A permanent full-time opportunity
• Competitive salary + 17.5% annual leave loading
• Flexible hybrid work options
• Convenient Marsden Park location in a new head office facility, closely connected to the M7, with ample free parking
• Free onsite gym and personal training sessions
• Generous staff discount
• A collaborative, supportive and high performing team culture with career growth opportunities - We love promoting from within!
• Opportunities to give back through community and team events
• That's enough about us! Here's what we hope to see from you
• Minimum 3 years' experience in people leadership, ideally in a customer service or shared services environment
• Demonstrated experience in monitoring, developing, and driving performance in a diverse team
• Previous project management experience is highly desirable
• Excellent communication skills (written and verbal) with experience in dealing with multiple internal and external audiences
• Proven ability to ideate and roll out process improvements cross functionally
• Excellent analytical skill set, with the ability to identify opportunities and performance from data
• Intermediate excel skill set
• Driven and proactive individual who can manage their workload in a fast-paced and agile environment